In this episode, we explore what success really means to our customers and why getting that wrong can cost you the relationship. Today I'm joined by two seasoned experts:

Tamara Kempf, a regional Director of EMEA Customer Success, who brings over 15 years of experience.

Ayman Azmy, with 20+ years in service, marketing, pre-sales, and CS operations.

Together, they share hard-earned lessons and practical strategies.Key Takeaways:- Success isn’t about feature delivery, it's about delivering outcomes that matter to the customer.

- You must go beyond surface requests and ask “why” repeatedly to uncover true goals.

- Listening deeply to words and what’s between the lines is a critical CS skill.- It’s okay to say “no”, but you must do it transparently and with a focus on alternative outcomes.

This episode is your tactical playbook for defining, discovering, and delivering real customer success, especially when the path isn’t obvious.

Listen now and start leading value conversations that drive real impact.

Connect with Us:

Tamara Kemp - https://www.linkedin.com/in/tamarakempf/

Ayman Azmy- https://www.linkedin.com/in/aymanazmy/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q

YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

Lincoln Murphy is a world-renowned growth architect, consultant, author, and speaker. As one of the earliest evangelists for Customer Success. Dive into this in-depth conversation as Lincoln breaks down:- The power of goal discovery with three simple questions: What, When, and Why.- How to deliver an appropriate experience that aligns with your customers' needs, regardless of account size.- The secret to joint accountability: ensuring customers take responsibility for their success while you provide strategic support.- Why focusing on outcomes over product usage elevates CSMs from product specialists to trusted advisors.Packed with actionable advice for individual contributors and early-career CSMs, this episode is a must-watch for anyone looking to make a real impact in customer success. Lincoln also shares behind-the-scenes stories about his books, including Maximizing Lifetime Value, and why the industry must evolve beyond outdated strategies.

Subscribe to Customer Success Talks for more expert insights, and join us in improving the world of customer success!

Resources:

Purchase Lincoln Murphy’s book Maximizing Lifetime Value: https://www.customergrowthlab.com/maximizing-lifetime-value-book-early-access

Explore more from Lincoln at Sixteen Ventures: https://sixteenventures.com

Follow Lincoln’s Customer Engagement and Growth newsletter: https://www.linkedin.com/newsletters/7042493583362297856/

Check out Impact Academy for CSM training: https://www.impactdemy.com/

Connect with Us:

Lincoln Murphy- https://www.linkedin.com/in/lincolnmurphy/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

We're expanding to Latin America!

Check out Customer Success Talks Latin America, our Spanish version of the show.

Find the links in the description below.

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q

YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

Join us on this episode where we dive into the fascinating world of behavioral economics with expert Melina Palmer, an applied behavioral economist, author, and host of The Brainy Business podcast.

Melina shares her expertise on how our brains make decisions and how customer success managers can leverage these insights to communicate more effectively and influence customer behavior.

In this episode, Melina breaks down the science of decision-making, explaining how the subconscious (System 1) and conscious (System 2) processes shape our choices.

Key Takeaways:

- Reframe Communication for Impact: Swap "if" for "when," "anyone" for "everyone," and end with thoughtful questions to boost engagement and responses.

- Understand the Subconscious: With 35,000 daily decisions, the subconscious drives most actions. -

Test and Optimize: Context matters—test email subject lines, calls-to-action, and messaging to find what resonates with your audience.

Connect with Us:

Melina Palmer- https://www.linkedin.com/in/melinapalmer/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Resources:

Check out Melina’s books: https://thebrainybusiness.com/books/Listen to The Brainy

Business podcast: https://open.spotify.com/show/09kKyf19X7ISJmyCm60Uj5

Watch Melina’s TEDx talk: https://www.youtube.com/watch?v=obTWdNnk-RU

Don’t miss this episode to learn how to predict, influence, and streamline customer decisions!

Subscribe to Customer Success Talks for more expert advice and real-world strategies to excel in customer success.

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show.

Find the links in the description below:

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q

YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zlA

In this episode, we dive deep into the art of asking the right questions with special guest Andrea Rijna, trainer, coach, podcast host, and founder of The Power Lab.Andrea shares why listening is one of the most powerful skills in building customer relationships and how great questions unlock not just upsell opportunities but genuine impact for your customers. She introduces the SPICED Framework (Situation, Pain, Impact, Critical Event, Decision) — a simple, customer-centric method to structure conversations and uncover real needs without being pushy.You'll also hear about Andrea's inspiring journey: how a career setback led her to founding her own company, and the powerful lesson she learned about empathy after a big early mistake as a CSM.Key Takeaways:- Why being a great listener is more powerful than being a great speaker.- The SPICED Framework explained step-by-step for real-life application.- How to uncover upsell opportunities naturally through discovery questions.Whether you're an early-career CSM or a seasoned pro wanting to level up your customer conversations, this episode is packed with practical tips you can start using right away!Check out the links below to learn more about Andrea and her work with The Power Lab - https://www.thepowerlab.nl/Connect with Us:Andrea Rijna - https://www.linkedin.com/in/andrearijna/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0QYouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

In this episode of Customer Success Talks, Laura Keitlinger, a seasoned customer success leader, to dive into the importance of cultural awareness in today’s globalized workplace.

From navigating small talk to understanding hierarchies and giving feedback across cultures, Lara shares her journey of living and working in the US, UK, Singapore, and Portugal.

Learn practical tips for building rapport with customers and colleagues from diverse backgrounds, avoiding cultural missteps, and fostering collaboration in international teams.

Whether you're new to customer success or a seasoned pro, this episode is packed with insights to help you thrive in a connected world.🔑 Key Takeaways:- Why is cultural awareness essential for customer success managers- How to adapt communication styles across regions and company cultures- Real-life stories of cultural challenges and lessons learnedStrategies for building empathy and curiosity in professional relationshipsConnect with Us:Laura Keitlinger - https://www.linkedin.com/in/laurakightlinger/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/Resources:The Cultural Map book - https://www.amazon.de/-/en/Culture-Map-Breaking-Invisible-Boundaries/dp/1610392760Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???:https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAOExplore Our Podcast Website - https://cstalkspodcast.com/We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0QYouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

In this second episode of our Customer Success Community Special, we shift the focus from building communities to how to truly engage and get value from them. Whether you're looking to network, learn, or contribute, this episode is packed with actionable insights from three inspiring community leaders.🌟 Our Guests:Marija Skobe-Pilley (Founder of Women in Customer Success) – on fostering mentorship and micro-communities for women in CS. Linkedin: https://www.linkedin.com/in/mspilley/Ejieme Eromosele (Founder of Success in Black) – on creating safe spaces for diversity, equity, and inclusion in CS. Linkedin: https://www.linkedin.com/in/ejieme/Bhumika Aurora (Founder of RuffDay) – on empowering introverts to find their voice in customer success. Linkedin: https://www.linkedin.com/in/arorabhumika/🔑 Key Takeaways:✅ How to choose the right CS community for your needs.✅ The importance of engagement—why you should contribute, not just consume.✅ How communities can help with networking, mentorship, and career growth.✅ The difference between online vs. in-person events—and which is right for you.✅ Common mistakes to avoid when joining a CS community.💬 What’s your biggest challenge in engaging with CS communities? Drop a comment below!📌 Don’t forget to like, subscribe, and hit the notification bell for more insights on Customer Success!Follow-us on Instagram - https://www.instagram.com/cstalkspodcast/and Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0QYoutube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA#CustomerSuccess #CSCommunity #Networking #CareerGrowth

Welcome to the first episode of our two-part series on Customer Success Communities!

In this episode, we dive deep into what it really takes to build a thriving CS community from inspiration to challenges, and everything in between.

Our Guests:Paru Bhandari (Founder of South Asian Success) Linkedin: https://www.linkedin.com/in/parul-bhandari-1294488/

Mohammed Alqaq (Founder of Customer Success Middle East) Linkedin: https://www.linkedin.com/in/mohammedalqaq/Jan Young (Founder of CX Exchange) Linkedin: https://www.linkedin.com/in/jan-young-cx/

Key Takeaways:

- The passion and purpose behind starting a CS community.- Common challenges: member engagement, sustainability, and balancing full-time jobs.

- The reality of funding and sponsorship for long-term success.

- Lessons learned—what worked, what didn’t, and how to adapt. Subscribe for Part 2, where we explore the benefits of being an active community member!

Follow-us on Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

We're expanding to Latin America!

Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q

Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

What does value really mean in customer success, and how can you ensure your customers truly experience it?

In this episode, Shruti Sharma with 20 years of experience in Customer success, a CS leader and founder of Consult with Shruti joins us to unpack how CSMs can discover, deliver, and demonstrate value at every stage of the customer journey.Shruti shares her strategies for effective discovery, building impactful success plans, and why asking the right questions is the secret to long-term engagement. Plus, she opens up about a lesson learned from a bold risk that didn’t go as planned.

Key Takeaways:

- Start with Research: How understanding sales insights and initial KPIs can set the foundation for value-driven conversations.

- Success Plans That Stick: Why co-creating a visual and flexible success plan keeps customers engaged and aligned.

- Celebrate Small Wins: The power of recognizing milestones to deepen relationships and reinforce value.

- Ask Better Questions: How curiosity and active listening uncover what truly matters to customers.

Connect with Us:

Shruti Sharma - https://www.linkedin.com/in/shrutiksharma/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

Resources:

Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???:https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO

We're expanding to Latin America!

Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.S

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q

Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA